Have you ever wished your front desk team would try harder to upgrade the client's phone appointment by making additional service offerings? Do you find yourself wondering how they could miss great opportunities to offer gift cards or wishing they were more focused on closing the retail sale?
by Ashley Griffin
July 10, 2011
2 min to read
Unless your salon has effectively implemented a "goal and reward system," chances are you will keep wishing, and your front desk will continue to fall short of your customer service/sales expectations. The risk is that your salon will lose thousands of dollars monthly!
Ad Loading...
Setting up these systems is really very simple:
Change their Titles
First, stop calling your front end team "Receptionists" and start calling them "Front Desk Sales Consultants." By changing the title of the position, you are automatically changing the job description. Instead of answering phones and booking appointments, your front desk team will now be expected to do just what their title says--sell! they begin generating more money to the salon, and in turn, you start rewarding them accordingly.
Ad Loading...
Set Goals, Give Rewards
Rewards should be set for goals achieved. The goals should be set for the specific business principles that grow salon revenue. For example, if a front desk sales representative sells 20 gift cards within one month, reward them with a $15 gift card to their favorite restaurant. If they sell those 20 gift cards, but then add 40 additional services onto the appointment book within a month, reward them with a $30 gift card to their favorite store. The more goals they meet, the better the reward. Eventually, by following the goals set for them, your staff can receive a paid day off, or even better, a raise!
Where does the money come from?
Ad Loading...
All rewards are made possible by the generation of extra income during the month by the front desk sales team. For instance, if the front desk sales person hits their goal of 40 additional services sales at $20 per service-that's $800 in top line revenue. In the long run, you're happy as a salon owner because of the increase in revenue and they're happy as a front desk staff being rewarded for their achievements.
If you would like help in implementing an goal and reward system in your salon, contact us at crystal focus.com and we'd be more than happy to help! (For more about a turn-key goal and reward system, check out The Front Desk Doctor Training Kit at crytalfocus.com, and save $100 with the code: ASHLEY100)
Ashley Griffin is a front desk customer service and sales trainer for Crystal Focus Coaching. As Ashley pursued her Bachelor of Arts in Social Science, she worked as a Front Desk Coordinator at New Identities Hair Studio of Tampa, Florida. Upon graduation, she bypassed her intended goal of becoming a history teacher, to accept her new responsibilities as salon manager and Crystal Focus coach.
The most iconic show in international hairdressing will celebrate its 43rd edition on November 14th at LOOK Madrid, IFEMA MADRID, in a historic night that will bring together some of its legendary teams and will also host the final of the International Visionary Award across its three categories: Cut & Colour, Men’s and Avant-Garde. LOOK Madrid celebrates its next edition from November 13-15th at IFREMA MADRID.
Axel and Marc Weiss are now leading Artègo USA's distribution operations, introducing a strategy focusing on strengthening relationships with salons, distributors, educators, and sales professionals.
AI, relentless change, employee burnout, economic insecurity. Individually, each presents a challenge, but together, they create what global leadership strategies Thom Dennis calls "the perfect storm." His new book, Rewilding the Corporate Mind, offers business leaders a radically different approach to leading people through today's uncertainty and division.
JVN Hair's Summer Protection Duo is clinically proven to provide UV protection and deliver conditioning and texture to keep hair looking great all season long.
The Professional Beauty Association and Pivot Point team up to develop an ongoing study that measures the confidence of salon owners, stylists, school owners, and students.
In Dubai, a salon visit isn’t an appointment. It’s a weekly routine, and clients can spend $800 to $1,400 a month on it, according to Gaurav Tripathi of MADI International.
On October 6-8, 2026, the market behind those numbers opens its doors as Beautyworld Dubai marks its 30th edition at the Dubai World Trade Centre, bringing together distributors, brands, stylists and salon owners from all over the world.
In October, volunteers plan to walk and take the plunge during at the annual event, HairToStay Does the Bay. Find out how you can participate and support the organization that grants subsidies to cancer patients so they can receive cold cap treatments to save their hair during chemotherapy.
At Premiere Orlando 2026, SALON TODAY catches up with Easihair Pro's Angela Gilmore, who talks about why stylists lose clients who are suffering from thinning hair and hair loss, and how their new Hairlosophy line can help.